> ## Documentation Index
> Fetch the complete documentation index at: https://help-empuls.xoxoday.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Groups, reports and escalations

> Communicate with users through groups, monitor account activity through reports, and resolve queries raised as escalations.

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A quick tour of three companion features in Compass: **Groups** for communication, **Reports** for account-level analytics, and **Escalations** for resolving user queries.

## Groups

<Steps>
  <Step title="Understand Groups">
    Groups is the town-hall / communication feature in Compass. Directionality is fully configurable — you can run one-way admin broadcasts, or an open channel where anyone can post, comment, like, and share.
  </Step>

  <Step title="Create groups for any audience">
    Set up as many groups as you need — for example a Europe team group, an Americas team group, or a training associates group. Compass ships with a system-generated **Town hall** that includes everyone.
  </Step>

  <Step title="Post updates">
    Use groups to announce plan updates, upcoming schemes, and other rollouts in a place users already check.
  </Step>
</Steps>

## Reports

<Steps>
  <Step title="Open the account overview">
    The **Overview** report summarises account activity: total logins in the last six months, total redemptions, total recharge, and total incentives / points awarded.
  </Step>

  <Step title="Filter by date range">
    Every report accepts a date range so you can scope activity to the period you care about.
  </Step>

  <Step title="Inspect specific reports">
    Reports cover redemption, conversations (posts, comments, tags, timestamps, authors), logins (who logged in and when), available balance, KPI, performance, user access, and payout — each giving an account-level view of activity for the chosen period.
  </Step>
</Steps>

## Escalations

<Steps>
  <Step title="Understand what an escalation is">
    An escalation is a ticket a user raises when they have an issue with a plan, need clarity on how their incentives are computed, or want to flag a discrepancy. The escalation is routed to the person who created the plan.
  </Step>

  <Step title="Review the escalation details">
    Open an escalation to see the user, the date raised, and the specifics — for example, Paul flagged two missing invoices on 15 February. Investigate whether the issue is with the data or with the user's view of it.
  </Step>

  <Step title="Resolve and close">
    Attribute any missing records, contact the user to explain, then mark the escalation as **Closed**. If the escalation is about understanding (for example, how tier calculations work), share the explanation and close it once acknowledged.
  </Step>
</Steps>